4 Steps to Train for a Customer Service Culture

To be deliberate you must be prepared to be relentless. Recruiting can be a tiring process and takes a lot of time, especially if it is done properly — it is better to have this cost up front than down the track when you have made a poor recruitment decision. This means you can’t take your foot off the accelerator …

How to Select your Customer Service Team

Have you ever been in a recruitment environment where you can see the nervousness in the room? Where the ‘key people’ briskly walk around carrying a clipboard and pen and have such a serious look on their faces? Unless it really is a boring place to work, organisations aren’t doing themselves any favours by creating this look. The recruitment phase …

Top 5 Ways to Convert Customer Service Transactions into Service Interactions

The biggest competitive advantage organisations have over each other is their people. The key drivers that contribute to customer engagement are usually as a result of an interaction with staff members. Customers don’t just rate the moment of the interaction they experienced, rather they ask themselves whether they feel that they belonged in the organisation at that moment. Therefore, leaders …

5 Ways Business Leaders can be Deliberate about Customer Service

Over the past few blogs I have introduced readers to the DIME™  approach to customer service, which stands for, Deliberate Interactions Memorable Experiences™ . To expand on this in greater detail, I wanted to focus on what it means to be ‘deliberate’, especially as a business leader. To define this word that I love using, you could replace it with doing …

4 Rewards from Exceptional Customer Service

It would be interesting to survey every company in the world and find out their main driver for achieving excellence in customer service. Equally, it would be interesting to see if the main driver was actually the main reward that the organisation saw stemming from their customer service efforts. What I find to be most enjoyable about working with organisations and …

5 Reasons Organisations are not Delivering Customer Service Results

5 Reasons Organisations are not Delivering Customer Service Results

It’s a balancing act to get it right. As we draw to the last half of the financial year, businesses are looking ahead to budgets to find the right mix of investments in areas such as marketing, infrastructure and their people. Meanwhile, learning and development professionals, and human resources managers are looking for ways to improve the return on investment …

5 Essential Values for a Customer Service Culture

5 Essential Values for a Customer Service Culture

In the past, values were a bunch of words brainstormed using a thesaurus at a management retreat before being mounted on an acrylic board in the employees’ lunchroom, discussed on the first day of training and referred to as part of the organisation’s brand. Today, values define the heart of an organisation’s service philosophy to their customers and are used …